Our team prides itself in providing amazing support and high quality communication to our rapidly growing customer base. We measure success in our documentation by how well it serves both customers and internal customer-facing teams. You’ll play a crucial role in ensuring that our documentation scales with our company and enables our teams to help our customers be successful in using our product.

Responsibilities

Your responsibilities will include:

  • Writing clear and easy to follow documentation for our customers
  • Maintaining style guides for internal teams to reference when adding to customer-facing documentation
  • Maintaining process for internal contributors to add to documentation
  • QA internal contributions to customer-facing docs
  • Maintaining tooling used for our customer-facing knowledge base, and working closely with other teams to ensure quality standard across tooling used for other customer-facing documentation
  • Maintaining internal Customer Support documentation to ensure information is up to date, well-organized, and easy for others to add to
  • Managing cross-functional projects related to documentation, working closely with Support, Community, and other internal teams to help individual contributors reach documentation goals
  • Working closely with leadership to determine resource requirements and plan projects

Requirements

You REALLY need to have:

  • Excellent written communication skills
  • The ability to write about technical subjects in a clear and engaging manner, breaking down complex topics for multiple audiences to understand
  • A keen eye for spelling, grammar and syntax issues
  • Proven success in project management
  • Ability to maintain relationships with multiple stakeholders
  • Excellent work ethic and attention to detail
  • Proven skill at prioritization and multitasking
  • Ability to self-start with new concepts and features
  • Comfortable brainstorming ideas to organize growing volume of content

It’s a plus if you have:

  • Previous experience as a copywriter, technical writer, writing customer-facing documentation in a Support role
  • Technical experience with coding, Linux, desktop support, or HTML
  • Experience with community and documentation platforms (examples: ReadMe.io, Discourse, Zendesk Help Center)
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